ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Schedule 2024

Session 203: Quality Standards in a Brave New World

Justin Robbins  (Founder & Principal, Metric Sherpa)

Date: Wednesday, October 23

Time: 11:30 am - 12:30 pm

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

As the nature of how businesses design and deliver service evolves, so must the approaches and metrics used to evaluate the quality of those interactions. In this interactive session, attendees will go on an exploration of evolving their contact center's quality assurance standards and building a plan for ensuring their future success. They'll learn how to create and measure more effective QA criteria, better connect the dots between QA and coaching, and mature their contact center's overall relationship with quality assurance and coaching.


- How to differentiate and determine the best ways for evaluating quality service interactions.
- Frameworks for ensuring quality assurance results drive meaningful coaching sessions and sustainable performance improvement.
- Ways to decide what can and can't be automated in your quality assurance program.
- Tips for shifting the perception of the quality assurance program inside of your business.
- Guidance for evolving and maturing the role of your quality analysts.